1. WESTERN AIRPORT: PROBLEMS AND COMPLAINTS…

2. In the past WA was very small. In the past WA was very small. In the last 5 years 1) the number of In the last 5 years 1) the number of passengers passengers has increased; has increased; 2) rapid growth. 2) rapid growth. Nowadays the market goes round Nowadays the market goes round the customer. the customer. then Problems and complaints solutions QUESTIONNAIRES MARKET SURVEY OWN MARKET POLICY + + Meet customers requirements

3. Problems Vs Solutions about the TERMINAL 1. Staff doesnt know enough about know enough about the Terminal. the Terminal. More qualified and professional staff. a. a.Offer a free course of vocational staff traning; b. b.Sack staff without specific qualities…... charisma pleasantness energy honesty availability openmindedness

4. Problems Vs Solutions about the TERMINAL 2. The scanning equipment doesnt work properly. Invest money to buy new control tools. 3. The baggage conveyor system often breaks down. + More efficiency (especially after the 11th of September).

5. Problems Vs Solutions about the TERMINAL 4. The Terminal is too hot. Climate control and air conditioning. 5. Discomforts and inconveniences about flights between customers. More signposted

6. Problems Vs Solutions about BAR and RESTAURANT 1. The number of passengers is increased. Extend their premises and areas. Divide smoking areas from non- smoking areas. Advertise their premises Persuasive ad

7. Problems Vs Solutions about BAR and RESTAURANT 2. Passengers cant relax because they dont know when they have to board their planes. Inform customers with new loudspeakers. 3. Passengers cant enjoy a drink or a meal because they are afraid someone would steal their hand luggage. Construct a luggage depot.

8. Problems Vs Solutions about BAR and RESTAURANT 4. Staff is often rude to passengers. New bar/restaurant staff. a. a.Staff training and supervision; b. b.It must be…... friendly sociable kind

9. Problems Vs Solutions about BAR and RESTAURANT 5. The restaurant menu is monotonous. Propose new meals with traditional ingredients. 6. The meals are too expensive. Offer meals that are cheap enough. Quality mark of each food.